Announcing Child Ticket Side Conversations

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19 Comments

  • Fabio Strasser

    Hi Toby,

    that's a great new feature! 
    I wanted to activate it in all of my instances, but it was only available in a few of them. Is this currently being rolled out globally? When do you expect it to be available everywhere?

    Additional first feedback: 

    Please give us the option to decide whether the comment should be public or internal. This would solve the "split ticket" problem that's mentioned a lot in the helpcenter community. 
    I could then assign the new child ticket to another agent/group and tell them to handle it with an internal comment. 

    Also for this "split ticket" problem it would be great if you could easily set the requester of the child ticket to the requester of the original ticket. 
    Two different possibilities for that:

    • the creator of the child ticket can directly set requester and assignee
    • the agent recipient of the child ticket can easily set the requester as the requester of the parent ticket
    5
  • Dylan Cunniffe

    Hi Toby,

    This is a really helpful feature for us.

    However, I've found a bug:

     

    As a user I cannot create a macro to initiate a side conversation in a group I am not a member of. Manually creating the side conversation allows me to select any group.

    0
  • Toby Sterrett
    Zendesk Product Manager

    Dylan Cunniffe you should now be able to set up a child ticket macro that includes all groups.

    0
  • Jacob J Christensen
    Community Moderator

    Hi Toby Sterrett, I finally had some time to try out Child ticket side conversations and I'm loving it!

    I would like to have the ability to set the child ticket requester at creation, freeing up more use cases where child tickets can have other requesters than the initiator of the side conversation (while remaining tied to the parent ticket).

    Even more important, in Explore I would like to be able to report on the parent-child relationship, so we could see which child tickets belong to which parent, also things like average response time of child tickets that have parents in group x is such and such. I hope that makes sense.

    1
  • Toby Sterrett
    Zendesk Product Manager

    Hey Jacob, glad you're enjoying child tickets so far! We've gotten requests for being able to set the requester on creation, and we have some ideas for how it could be done, but this first release is focused on the internal use cases of requesting something from others teams in the same instance. Out of curiosity, how would you make use of being able to set a different requester?

    As for Explore reporting, we don't yet have any reporting on the relationships between specific tickets, but you should be able to do things like average response time of child tickets between team by filtering on the groups and the side conversation channel type.

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  • Jacob J Christensen
    Community Moderator

    Thanks for the quick reply, sounds great!

    The use case for setting the requester that I'm thinking of is within an HR context but could probably extend beyond that. Imagine a new hire situation, where a parent ticket is assigned to an HR agent who needs to coordinate the onboarding of this new employee. The agent needs to reach out (via child tickets) to multiple departments - IT, payroll, etc., and these child tickets should have the new hire be the requester in the child tickets - so IT can enquire about the color of the iPhone they would like for example. This would have the parent ticket keep the overview, but avoid having the parent ticket agent playing middleman between the child ticket assignees and the parent ticket requester. I hope that makes sense 🙂

    Hope to have more reporting capability on the parent-child relationship soon.

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  • Dani Ruiz

    Hey Toby Sterrett

    An use case we have would be the amazon/marketplace where you will receive a ticket from a buyer, you will need to create a child ticket to contact the seller and once the child ticket it's resolved, you will need to contact back the buyer. 

    We would need to have triggers that allow you to open parent tickets once the child ticket gets resolved.

    Also, I don't want the buyer to be receiving the content from the seller tickets because he does not have a direct relationship with the seller but with the marketplace

    1
  • Toby Sterrett
    Zendesk Product Manager

    Jacob J Christensen - that's an interesting point, makes sense. Would the new employee being onboarded have access to the parent ticket as well in your use case?

    Dani Ruiz is there a reason the contact going to the seller needs to be a ticket instead of an email? You could potentially currently do that workflow with email side conversations.

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  • Jacob J Christensen
    Community Moderator

    Yes, the requester would be the same for both parent and child tickets in this scenario.

    0
  • Jamie Noell

    We have a naming convention where we prefix a group name with the Brand Name.  Consequently, we have multiple groups starting with IT (e.g., IT - App Support, IT - Desktop Support, IT - Zendesk, etc.).  The Child Ticket seems to only allow up to 12 matching suggested groups, which is fine.  However, we cannot seem to specify a group outside of the first 12 alphabetically.  Nor can I copy exactly the group name from Admin/People and paste it into the To: field for the Child Ticket.  I can filter the To: field with a word like "App," but a word later in the alphabet, like "System" or "Zendesk," does not bring up any results when we have group names with those values.  Am I missing something?

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  • Toby Sterrett
    Zendesk Product Manager

    Thanks for the message Jamie, we'll take a look into this.

    0
  • Christopher Comerford

    Hi Toby, 

    In reading the above and the related support articles, it looks like Side Conversation Child Tickets cannot be used if you want to communicate with third parties outside your instance?

    • Can you advise when/if end users can be added to Side Conversation Child Tickets?

    We currently use email side conversations quite extensively to communicate with vendors and other partners that have the status of end users in our instance and we would very much like to be able to measure their response times, etc. (at the moment we are working to setup the side conversation API end point and crunching the numbers ourselves, but we'd like the flexibility to adjust side conversation SLA's, etc. using Zendesk's native tools). 

    2
  • Kelsey Davis

    This is a great addition, but I have a few things to request:

    1. Macros are to be available on the side conversation ticket (would also be great for email too)

    2. It's imperative for our workflow we are able choose Brand (and actually other things like form, CCs etc would also be super helpful) and not have it default to the brand of the parent ticket. 

    3. To be able to link existing tickets to each other. Our use case is that we support B2C and B2B. Those B2C customers buy from our B2B customers. We may hear from both and are in relation to each other - we need to connect them - not merge because we need to continue separate conversations - but so far can only create a new one in order to connect.

    4. Due to all above we would also need the requester to be filled in to and that be a customer. 

    Thanks

    3
  • Andrew Paterson

    Hi Toby, is there a plan to allow a Child Ticket to be created with an Internal comment rather than a Public one (for example if we create a Child ticket and copy a comment from the Parent, we don't want that comment to be publicly available in the Child)? This is linked to other comments above which ask for the ability to set an external requestor on the Child, we have to do this manually at the moment and then the new requestor can then see the initial, Public, comments.

    Also it would be great to be able to copy field values from the Parent so they are automatically set in the Child when it is created.

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  • Jamie Noell

    Andrew, we have ended up implementing Myndbend Lite (free) to create child tickets due to the design of Zendesk's Side Conv child ticket capability.  With Myndbend, not only can we choose to copy and even amend the parent ticket's subject and description, we can also specify the requester as well as the assignee (same assignee or group as parent ticket or anyone else via a search). In addition, you can set the form, status, type, tags, approvers, followers and cc's (the last two may optionally be copied from the parent ticket).  

    Myndbend adds an internal note showing the created child ticket as well as a list of child tickets in the App sidebar.  

    I am not seeing an inability in our free version to make the comment internal, but you could explore that option.  

    We still do use the Email aspect of Side Conversations.

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  • Andrew Paterson

    Thank you Jamie, much appreciated, I'll give that a try...

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  • Cheryl Biggio

    Toby Sterret: I do not see the Side Conversations section under Admin > Settings > Tickets. When will it be available for my instance of Zendesk? Thank you.

    1
  • stutee

    I have a request and a question here: 
    Is there any way to change the default brand on Child tickets using Macros/Triggers etc.

    Right now, if an agent creates a Child ticket, it gets created with the same brand as that of the Parent ticket which we don't want. 

    0
  • Matt Kozovski

    Toby Sterrett just like Cheryl Biggio I can not find this feature in my Admin > Settings > Tickets.

    0

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